Handling Customer Complaints

When responding to a customer complaint, it’s important to do these

specific details:

1. Respond specifically to the issues brought up by the customer.

2. Provide a specific apology that acknowledges any mistakes on your
end.
3. State exactly what you intend to do (or have already done) to make
it right.
4. Propose how you will improve the customer’s experience in the
future.

Samples:

1: Dissatisfied Process Experience

Dear Esteemed Customer,

Thanks for your email to notify us of the difficulties you have been experiencing with
our team recently.

We are very sorry for such destabilizing encounters you have been faced with. One
of our strengths is the way we respond to our customers promptly. Therefore, your
recent experience is unjustifiable.

I have discussed with our Sales Director at the Chennai Head Office, and he has been
directed by me to make a complete replacement and offer free maintenance for the
next 6 months. I want to use this opportunity to tell you that I am sorry for the
difficulties you have encountered as a result of this problem. It is obvious from this
incidence that our assistant sales personnel require adequate training for effective
delivery.

Thank you for your understanding. For any other question or request for assistance,
you can call me directly on +91 9815747983.

Best regards,

Rohit Mishra

Customer Service Manager

2: Delay of Customer Delivery

Dear Mr. Johnson,

I am very sorry about the difficulty you encountered recently before receiving your
last order from us. I understand that those products were required for urgent
purposes.

Despite our effort to deliver your order on time using Skynet Express Delivery Service,
it’s quite unfortunate that we didn’t meet up with the time allotted for the delivery of
those products.

We are very sorry for truncating your plans for these products, and we will do our
best to ensure this never happens again. Already, we are discussing with other
express courier services to ensure our customers get their orders in time.

We promise to impress you when you make your next order. If you have any other
question or need further assistance from me, please feel free to call me directly on
+91 9815747983.

Yours sincerely,

Phillip Wendel

3: Dissatisfied With Purchased Journal

Dear Mr. George,

I agree with you that the latest Woculus Reader’s Journal which you ordered got to
you but has some missing pages. Despite this publication mishap, you read the
journal and kept it with you for at least two weeks.

I am sorry for this printing error on the copy of Woculus Readers’ Journal you
purchased. However, I can neither receive the return nor refund you as you
demanded. This is because of our company’s policy. We make refunds only for
orders whose complaints are received within two weeks of purchase.

We greatly esteem your relationship with our company and are very sorry for the
inconveniences you have suffered as a result of the printing errors in the Journals
you received from us. It is unfortunate that we cannot exchange the Journal at this
time due to our policies and the time it has spent with you.

We promise to offer you the best services possible always. Please accept our
apologies and feel free to call me anytime on +91 9815747983.

Yours truly,

Tina Bash

Sales Director

4. Dissatisfied Service Experience

Dear Ms. Edna,

Thank you for taking time out of your busy schedule to write to us and express your
grievances on how our products and services do not meet up with your expectations.

At Growers United, our greatest desire is to ensure our customers are satisfied at all
levels and find the most suitable way to fix their problems without delay.

We will call you in a few days to inform you on the methods we have adopted in
resolving the issues you have encountered with our products and services recently.
Furthermore, we will assess your complaints to deduct measures we can adopt to
prevent issues of this nature in subsequent times.

Please accept our sincere apology for the difficulties we have caused you. Our
aspiration is to keep you as one of our most valued customers, and we hope to serve
you better in subsequent times.

Thank you for your patronage.

Yours sincerely,

Barney Cooper

Project Manager
5: Dissatisfied Customer Experience

Dear Mr. Maxwell,

Thank you for your email.

First, I would like to apologize for the troubles and frustration that you experienced
lately. I want you to know that your complaint and feedback will give us the chance
to resolve any problem that may occur and assist us in making our services better.

We also observe some crucial information in your complaint concerning our

products and services as well as the degree of our services.

To help us transfer your complaint to the branch concerned, we would be grateful if

you could provide us with vital information by filling the form attached to this email.

Once again, we are sorry for the inconveniences we have caused you and we hope to
offer you better services in future.

For any questions or further assistance, feel free to call us on +91 9815747983.

Best regards

Soumya Natarajan

Customer Service Director

6: Customer Demanding an App

Dear George,

Thank you for your email. I really appreciate you taking the time to share your ideas.

I can definitely see how an app would be useful. As a company with a massive road
map we have to pick new features based on the value they will add to the most
users possible.

At the moment, it will be a challenge to make this happen, however, will certainly
keep it in mind for future development plans for sure.
It is indeed interesting to note that a lot of our customers prefer Groove’s mobile site
to the native app. It will be great to have a quick call with you to walk you through
how to get the most of it. Would Thursday at 2 pm EST be convenient for you?

If there’s anything else I can do for you, do let me know.

Cheers,

Senthil Murugan